The relationship between language and identity is a complex topic everywhere in the world, but maybe it is even more crucial for those people living in the Balkans who speak a Romance variety. This volume is the result of a project started by the Balkan History Association, and brings together scholars trained in social sciences and humanities to offer the reader a thorough sociolinguistic and anthropological account of this region. It constitutes a contribution to a reformulation of methodological and analytical issues, providing a better insight in the linguistic and geopolitical processes taking place in the area. Contributors are Michael Studemund-Halevy, Catalin Mamali, Anna-Christine Weirich, Ewa Nowicka, Daniela-Carmen Stoica, Mircea Maran, Zvjezdana Vrzic, and Monica Hutanu.

The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.